Associate IT Helpdesk Support Technician
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POST DATE 5/3/2020
END DATE 7/2/2020
Thales Defense & Security Inc.
Thales Defense & Security, Inc. is currently seeking an Associate Helpdesk Support Technician to work in our Clarksburg, Maryland Campus. This position reports to the IT Operations Manager.
Thales Defense & Security, Inc. is a global company serving the defense, federal, and commercial markets with innovative solutions for the ground tactical, airborne and avionics, naval/maritime, and public safety and security domains. In addition to mission-critical communication systems, the company provides helmet-mounted displays and motion tracking technologies; SATCOM terminals; advanced sonar systems; air traffic management navigation, surveillance, and simulation; and data protection solutions. Furthermore, the company serves as a gateway for technology, leveraging Thales-wide solutions—such as combat management systems; naval, airborne, and ground ISR; and electronic warfare—to address U.S. requirements.
*Competitive salary and benefits
*Yearly Incentive Bonus Program
*Generous 401K program (up to 7% company contribution) with 100% immediate vesting
*Paid sick, vacation, and holiday leave
*Paid maternity, paternity, and parental leave
*Alternative work schedule during the Summer (every other Friday off)
This position will largely entail phone-based and face-to-face customer support of all TDSI computer systems. We seek candidates who have successfully been able to resolve all assigned Help Desk tickets according to established metric guidelines and goals and possess the ability to efficiently resolve a high percentage of Help Desk tickets via phone support or by driving a company vehicle to local remote offices when required.
Under minimal supervision, the successful candidate will:
*Troubleshoot computer system problems and provide solutions full-time via phone support using specific product knowledge, system utilities, and other available resources
*Follow established policies, procedures, operating instructions and processes to provide quality customer support to clients via telephone and/or Help Desk Management application
*Log and properly document all issues, follow-up, and resolution information for each assigned ticket
*Identify customer concerns or issues and resolve, or escalate to Level II Help Desk Technician Team as appropriate
*Pro-actively seek out solutions to less common problems, develop workarounds, and attempt to perform Level 3 issues as required
*Utilize resources such as FAQ's, knowledge bases, white papers, websites, resolved ticket information and help tools to locate solutions
*Maintain working knowledge of all Help Desk related policies, procedures, application installation guidelines, system configurations, and current hardware, through on-going training and self-initiated research and study
*Demonstrate a consistent sense of urgency on open issues to ensure timely resolution
*Ensure timely follow up to all assigned open Help Desk tickets
*Provide training to other team members as required
*Provide assistance to other team members as required
*Participate on special projects as required
*Document issues for self help and support for Level 1 Help Desk technicians
*Participate in after hours and weekend support as required for special projects","Qualifications
*U.S. Citizenship. Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information systems.
*Familiar with standard concepts, practices and, procedures within a particular IT field.
*Excellent customer service skills
*Ability to follow established guidelines and instructions.
*Ability to lift equipment weighing up to 50 Lbs.
*Good problem-solving skills
*Valid Driver's License
*Excellent verbal and written communications – Fluent in English
*Ability to work on a rotating on call team
*Excellent attendance and punctuality
Desired but not essential qualifications
*Minimum 6 months previous help desk customer support experience
*LAN and WAN skills
*A + Certification
*Printer troubleshooting and repair
*Basic Active Directory Administration
*Basic SMS/SCCM experience
*Experience working with Help Desk ticket management software
*Ability to multi-task in fast paced environment.
*Basic knowledge of MS Windows 7/10 Operating Systems.
*Basic Knowledge of IPhone.
*Basic knowledge of MS Office.
*Basic knowledge of PC Software/PC Hardware installation, troubleshooting and repair
*Time Management and Organization skills
For specific questions about this job posting, candidates may contact the recruiter at firstname.lastname@example.org.
Thales champions inclusion and we believe diversity strengthens the fabric of our culture. We are an Equal Opportunity Employer/AA/Minorities/Females/Veterans/Disabled. Thales is an E-Verify employer.
Thales is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, age or any other characteristic protected by law.
If you need an accommodation or assistance in order to apply for a position with Thales, please call Human Resources at 240-864-7630.
Additional BenefitsTuition reimbursement up to $6,000 yearly.